Why Customer Service Fails: Call Analysis, AI & Retention Strategies with Tom Vander Well
About this episode
Mitch Carson interviews Tom Vander Well about improving customer service through call analysis and AI.
Great customer service isn't just about answering calls—it's about understanding why customers call in the first place and fixing the problems that keep them coming back. In this episode of Amazing Authorities, Mitch Carson interviews Tom Vander Well , customer experience expert, founder of Intelligentics, author, and speaker. Drawing on more than three decades of experience and over 100,000 analyzed customer calls, Tom reveals how businesses can reduce customer churn, improve loyalty, and uncover hidden operational issues through call analysis. He also explains where AI helps customer service—and where human expertise remains irreplaceable. WHAT YOU'LL LEARN: • How analyzing customer calls uncovers service gaps that coaching alone often misses. • The three essentials every customer expects: fast resolution, genuine empathy, and respect for their time. • Why poor communication, broken promises, and lack of follow-up are the biggest causes of customer frustration. • How AI is changing customer service—and why human agents remain essential for handling complex conversations. • Why Gen Z, Millennials, and Baby Boomers all expect different communication styles and how businesses can…
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